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If you have a reasonably big website there could be literally hundreds of tasks a user might be trying to complete. In such scenarios it is unwise to try and accommodate them all.

Microsoft had a problem. To be more specific the support team for Microsoft Office had a problem. The team had built one of the most comprehensive Knowledge Bases available online, answering every possible question you might ever have with a Microsoft Office product, and consistently received low scores in customer satisfaction.

This just didn’t make sense. The team had been thorough. You couldn’t think of a question about Microsoft Office that the Knowledge Base didn’t answer. Why then did people rate them so low?